ASUS Computer International

Initial Business Response /* (1000, 5, 2015/05/15) */
Dear Customer,
We apologize for any inconvenience and frustrations caused. I will be assisting you with this issue moving forward. We appreciate your patience regarding this matter.
If you have pictures of the product before the unit...

was sent in we will be able to attach that to your case. Please attach the pictures to the next reply you send back.
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/05/15) */
[redacted]Document Attached[redacted]
If you zoom in you can see that no pins were missing on the processor. I also took pic so you can see its the same motherboard with the same serial number.
Thanks
Final Business Response /* (4000, 10, 2015/05/29) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I have received all the pictures related to your claim and am currently awaiting a response from my service team.
Best Regards,
[redacted] M.
ASUS Customer Care
Final Consumer Response /* (4200, 12, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That picture you send doesn't price anything the whole proccesor looks like that! As far as I'm concerned the damage was done by your team. You can't even see any pins missing on the processor. And for your customer service. It is poor I had contacted yal 2 prior to the incident and was on the phone for and hour and nobody answered. I will make sure that my business and my customers will not use yal. Thanks

Initial Business Response /* (1000, 5, 2015/12/02) */
Dear Customer,
After reviewing your case and looking into everything, I have decided to go ahead and waive the repair fees and have the repair facility repair your unit free of charge. I have already reached out to them and let them know to...

go ahead and repair and/or replace if it is not repairable. Please let me know if you have any other questions or concerns. The repair facility should be sending you an email once the unit has finished repair and is being shipped out, with tracking information.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate ASUS responding to this Revdex.com complaint in an acceptable manner. I hope that ASUS will review the details of this situation and make sure that employees are properly trained to address similar issues in the future. ASUS's inability to honor their warranty without the involvement of the Revdex.com will be something that I take into account when making purchases in the future.

To Whom It May Concern, 
Looking into this case, the unit has been repaired and shipped back to the customer at this point. Due to the confusion, and misinformation provided to customer, if they have any issues with the unit after they receive it back, I will be able to set them up for sending...

it back in for a replacement. However, we have done what our warranty terms and agreements state we will do at this point thus far. 
[redacted] 
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:This is [redacted]. I use the PC everyday as a part of my work. I had to use one of my old test one for almost 2 months while they messed around with my primary one. I had to pay $260 to get it repaired and in addition to making me wait for almost 2 months when I was assured it would be no more than two weeks it is returned to me with a damaged battery and the optical drive plus cover seem a little off. I was promised a new PC due to their incompetence and they would not answer any questions and kept stalling till they finally miraxousouly found the proper parts then sent it back to me repaired for the original issue but messed up other things gen want me to send it back in which they will again keep it forever probably not making any changes then ssend it back to me. It is a false gesture so either send me the replacement PC free of charge for their incompetence and inconvenience or at a very min return the $260 to have the original PC fixed as this is the worst service I have EVER received from any PC companySincerely,[redacted]

Dear Customer, 
I do deeply apologize about this issue and the frustration it has caused you. However, in no way is this an excuse. This is ASUS policy and that is not something I can bend or change. Again, I understand your frustration, however, we are not able to service this unit. Every product we produce is zoned to a certain region to be sold and serviced in that zone. We cannot repair a unit from another zone. I am again very sorry about this matter. 
[redacted] 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2016/02/24) */
Email Sent Directly to Customer:
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. Looking into your case I have approved a new in box replacement for you. However, we do not have any brand new units of...

your exact model. We would like to offer you an upgrade that we do have brand new in box. Please review the below replacement option and let me if you accept the offer. I will then let the facility know to please ship it out to you overnight as soon as possible.
Part No 90NB0861-MXXXXX
Model N550JX-TH72T
Total Memory Size 16GB
Memory Type DDR3
RAM Speed PCX-XXXXX XXXXMHz
Maximum Memory Supported 16GB
Memory Slots Total / Free 2 Slots Total / 0 Free
Memory Configuration 2 x 8GB
Monitor Specifications
Screen Size 15.6"
Touch Screen Yes
Maximum Resolution 1920 x 1080
Display Type IPS Full HD Touch Screen
Processor Specifications
Processor Brand Intel
Processor Class Core i7
Processor Type Quad-Core
Processor Speed 2.6GHz
Processor Number 4720HQ
Notebook Specifications
Lifestyle Gaming
Condition New
Operating Systems Windows 10 Home 64-bit
Platform Laptop
Hard Disk Drive Specifications
Capacity 1TB
HDD/SSD Drives Included 1x 1TB
Drive Types HDD
Graphics Specifications
Graphics Dedicated Graphics
GPU/VPU NVIDIA GeForce GTX 950M
Video Memory 2GB DDR3
Optical Drive Specifications
Optical Drive DVD Dual Layer Burner
Supplemental Drive
Supplemental Drive Capacity 2-in-1
Supplemental Drive Type Media Reader
Media Types SD/ SDXC/ MMC
Audio Specifications
Audio Description Bang & Olufsen
Integrated Microphone Yes
Media Ports
USB Ports (Total) 3
LAN Ports 1 - RJ-45
HDMI Ports 1
DisplayPorts 1 - Mini-DisplayPort
Communications
Communications Description Integrated LAN, Integrated Wireless LAN, Integrated Bluetooth
Interface Type Gigabit Ethernet, 802.11ac, Bluetooth 4.0
Dimensions
Width 15.1"
Height 1.1"
Depth 10"
Weight 5.7 lbs
Mouse Specifications
Mouse Type Integrated Touchpad
Keyboard Specifications
Keyboard Type Built-in Numeric Keyboard
Backlit Keyboard Yes
Battery
Battery Life Up to 5 hours
Security Devices
Security Kensington Lock Slot
Color
Color Gray
Cordell S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr. [redacted],
I very much apologize for the issues you have experienced.
Thank you for your feedback and again the unit will be repaired in warranty.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/06/23) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I see you have been in contact with other ASUS agents. Your product is in transit to you. Did you receive...

the tracking number?
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello [redacted]
Yes I have. I might add this has been a battle. Everything is worked out now, and thank you.
Regards,
[redacted]

My response to Customer on Revdex.com site: Dear Customer, I am very sorry to inform you of this matter, but we do not service the TM-AC1900 in any way. We can troubleshoot it for you, but that is it. If it is a hardware or software issue that we could not solve through troubleshooting, you need...

to contact T-Mobile. Yes, we do manufacture this product, however, it was manufactured for T-Mobile to sell to the public as a cell spot to help promote their wifi calling. We do not even produce the firmware for this router, T-Mobile does. They are responsible for all warranty repair/replacement. Please contact T-Mobile for assistance with this matter, beyond troubleshooting. [redacted] ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/12/09) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am very sorry about the issues you have been having. If you would like an advanced replacement to replace each monitor you are having an issue with, that...

is something I have no problem getting setup for you. If you want me to setup these RMAs for you, please send me the serial numbers of each unit you are having issues with. I am again very sorry about this matter. If you are still having these issues and you have not received advanced replacements for this monitors still, just let me know and I will get you all setup and taken care of.
[redacted].
ASUS Corporate Customer Care

Dear [redacted],
I very much apologize for the issues you have experienced. 
We have reviewed the RMA and reviewed the damage to the product, and based on the picture which I have attached to your complaint, VGA sag would not have caused the entire PCIE socket to be completely...

ripped off the board and based on the pin orientation the connector was pulled off straight up as the pins are standing straight up.  Due to the damage on the board we will not be able to waive the fees.
As a courtesy, we are willing to offer a 30% discount off the cost of the repair fees, leaving you to pay the remaining 70% of the cost of the repair.  Once paid we will swap the board and ship a replacement to you. 
However, if you do not pay the fee, we will return the product unrepaired.
ASUS Warranty Terms do state the following and you can review at this link: [redacted]
 
Exclusions from this Limited Warranty Service
ASUS does not warrant uninterrupted or error-free operation of this product. Any technical or other support provided for the product under warranty, such as assistance via telephone with “how-to” questions and those regarding product setup and information will be provided without warranties of any kind. The warranty only covers failures or malfunctions that occur during the warranty period and under normal use conditions as well as any material or workmanship defect.
 
The warranty will not apply to or be valid under conditions including but not limited to the following:
 
The serial number of the ASUS product, components or accessories has been altered, cancelled, removed, or otherwise not valid as identified by ASUS;
The product has been tampered with, repaired and/or modified by non-authorized personnel;
The product warranty seals have been broken or altered;
There is damage caused by natural disaster, intentional or unintentional misuse, abuse, neglect, acts of war, improper maintenance, or use under abnormal conditions;
There is damage caused by accidental drops, spills, fire, or power surges.
There is damage from improper installation, improper connection, or use of parts and/or components not manufactured or sold by ASUS;
There is damage from use outside of the operation or storage parameters or environment detailed in the User's Manual or reasonably acceptable for similar product usage models deemed industry standard best practices;
There is damage to or loss of any program, data or removable storage media, or if there are costs from recovering any program or data;
There is damage from third party software or from virus(es);
There is software loss or data loss that may occur during repair or replacement.
Support and costs involved to install or configure the product for any third party software application or hardware device, or network/wireless configuration.
Due to technology limitations, some devices (e.g. DVD ROM and software player may not play certain titles if applicable to your product) may be limited or not compatible with the ASUS product. These limitations are common to defined standards within the hardware industry and are not specific to your ASUS product.
You have failed to follow all return materials authorization (“RMA”) instructions provided to you by ASUS.
 
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/07/30) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. Currently we only show two RMAs that have received service. Can the customer provide the third service order...

for our records?
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have any confidence on Asus repair shop anymore. They failed to fix my desktop after I sent it to them 3 times to be fixed. I have wasted a lot of money on delivering my desktop to their repair center, and picking it up. I spent like $240 in total on delivery already. And also a lot of days off from work, and personal time.
Final Business Response /* (4000, 13, 2015/10/01) */
Hello Customer,
I apologize for any inconvenience or frustration this may have caused. I understand your frustration with this matter. However, as part of your warranty terms and agreements, which you agreed to upon purchasing this unit, it clearly states we only cover shipping the unit to you after repair. Whether you drive and drop it off or you ship it to the repair facility, you are responsible for the shipping. That is outlined here in your warranty terms and agreements: http://www.asus.com/us/support/Article/675/.
At this point, I would like to offer you a replacement unit. I would provide you a prepaid label to ship that unit in and it will be swapped for a refurbished unit at the repair facility. If that is acceptable please let me know and we can move forward.
[redacted]
Asus Customer Care
Final Consumer Response /* (4200, 15, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't want any product from Asus anymore. The desktop you sold me is defective, it is not suitable to be sold and it shouldn't even by sold in the first place.

Dear Customer,
I understand exactly what you are saying and have provided all information you have to my superiors suggesting we just repair your watch. That is not my call however, but I am doing everything I can to get this taken care of for you. Our warranty does cover the fact that you as the consumer should be cleaning it regularly and according to my superiors that would prevent this from happening. I unfortunately cannot make the final decision on this matter but I am doing everything I can to get your watch in working order before it is shipped back to you. I will provide any update as soon as I can, most likely to your direct email to be sure you receive the update asap. Let me know if you have any other information to add or any other questions in the meantime.
[redacted]
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because: I don't need another motherboard replacement. I just bought MSI X99A Mpower motherboard since I have tried replacement more than four times. Clearly, I have to use my brother's laptop temporarily for three months to do my homework for school and some entertainment. I just wish there's another way to get refund since I have new MSI motherboard that works rock-solid. Sincerely,[redacted]

Email Sent Directly To Customer:
Dear Customer, 
I am reaching out to you on behalf of ASUS regarding your Revdex.com complaint. I apologize for any inconvenience or frustration this may have caused. Looking into your case, I would like to provide you with a free repair out of courtesy due to your...

situation, as I completely understand the predicament. I am very sorry to hear about your father as well. If you want to move forward with this, please let me know when you receive your unit back and I will get you all setup for the new RMA and provide you a prepaid shipping label to cover shipping it to us as well. You can just reply to this email or on the Revdex.com site. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 5, 2015/08/13) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
ASUS offices within the United States and Canada are warranty repair service centers. ASUS does not provide...

services other than hardware repair warranty services. Requests for refunds or returns should be directed to the reseller.
Currently we only show one record of a repair, can the customer provide the reference or RMA numbers related to his service.

Initial Business Response /* (1000, 5, 2016/01/04) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I do understand your frustration, however at this point the unit is 3 years out of warranty. With that being said, you would have to pay for the repairs...

upon sending the unit in for servicing. Now, as far as the issue you were having with the F9 recovery not working, your hard drive was most likely failing, thus the reasoning the recovery tool resulted in the crash. I do deeply apologize about this matter, however with the unit this far out of warranty and the troubleshooting steps that were taken being standard troubleshooting steps, there is nothing we can do for this matter. Outside of you sending it in for repairs, and paying for the repairs, you can purchase the recovery disk. We will not be able to send one out free of charge.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless if the hard drive "was failing", the computer was in good running order before installing and running the recovery tool. With that being said, the computer could have ran another hour or another 5 months before crashing; in that case it would have been on me I would have understood. However, the tech told me to download and run the recovery tool, by the way, not even warning me this is what could possibly happen, and now my computer is done. All my pictures gone, my school work gone, and nothing can be done about it.
Since this has happened, I've spoke to people about it; their response back to me were "that's your first problem, you bought an Asus". Or "I wouldn't have bought the Asus computer to begin with, they're horrible". With my own opinion I'm starting to see why.
I do not accept the resolution and I will never do business with Asus again.
Final Business Response /* (4000, 9, 2016/01/11) */
Dear Customer,
I am extremely sorry about this matter. However with your unit being this far out of warranty, an out of warranty repair with payment for the repairs would be the only option for getting this resolved. I can provide you a prepaid label to cover shipping the unit to us, but you would be required to pay the full repair cost. I again apologize for this situation.
[redacted] S.
ASUS Corporate Customer Care

Dear Customer,
Please be advised I have only responded to your complaint once and that was back in March. You never responded to that so the Revdex.com closed your case. I am assuming you have reopened it at this point. Looking into your latest RMA, the unit has already shipped out back to you at this point and you have been advised of this. You had also informed us after it had shipped that you had a new address so you were informed to contact FedEx to have them hold this unit for you for pickup at the closest facility to you.
It appears that this was just a standard RMA and the unit was repaired. I do apologize for that as I had previously offered you a new in box replacement a few months ago, and never got a response, therefore I was not aware you wanted to move forward with that. So if for any reason you have any issues with the unit after these, please respond this this complaint and let me know. We can move forward with a new in box replacement at that point.But again, for that to happen you need to reply to this complaint and inform me. If you call in to normal support line, they will not be able to do that for you in any way. That is why this latest RMA was just a repair. 
[redacted] 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 7, 2015/07/31) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
We are willing to offer a repair free of charge as a one time courtesy to resolve the complaint. The...

customer will receive shipping instructions and a pre-paid shipping label.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 9, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If the company lives up to the response I would be very satisfied. I understand they are unlikely to refund my purchase price. I hope for more than 4 months of service after a $200 repair on a $270 device.

Dear [redacted],
 
ASUS very much apologies for any delays you have experienced with the repair process and our technical support.  After review of your RMA and repair notes the repair team did not find any issues with the product you sent to us.
Repair findings below.
Customer...

Complaint:
Customer state that his Wi-Fi issue was not resolve as it would shut off and his Wi-Fi issue was not resolve as it would shut off.
Repair Testing Memo:
Overnight connect WIFI from 7/11 to 7/12, WIFI never been disconnected, run stress for 12 hours unit doesn't shut off.
There is no trouble found, hold for NTF, STRESS TEST SCREENSHOT IS ATTACHED. (I have added the text below.)
[redacted]
 
Since the repair center was unable to duplicate the issues and was fully tested ASUS would not be able to replace nor refund the unit for you.  If a replacement was warranted then ASUS would replace with refurbished not new in box.  Please note refunds would have to be acquired via point of sale only as ASUS does not offer refunds per warranty terms.
ASUS full warranty terms can be found at this link - [redacted]
 
Best Regards,
[redacted]
ASUS Corporate Customer CareTell us why here...